Overview
Assembled integrates with Genesys Cloud to sync agent states, conversations, queues, and skills into your workforce management workflows.
Instructions
To connect Genesys to Assembled, you'll need to create an OAuth client in Genesys Cloud with the Client Credentials grant type. Then, you'll share those details with us so we can set up the integration.
Step 1: Create an OAuth client in Genesys Cloud
- In Genesys Cloud, go to Admin > Integrations > OAuth.
- Click Add Client.
- Give it a name (e.g., "Assembled Integration").
- Set the Grant Type to Client Credentials.
- Under Scope, add the following OAuth scopes:
analytics:readonlypresence:readonlyrouting:readonlyusers:readonly
- Click Save. Copy the Client ID and Client Secret -- you'll need these in Step 3.
Step 2: Assign a role to the OAuth client
OAuth scopes alone are not enough - Genesys Cloud also requires role-based permissions for the OAuth client to access data.
- In the OAuth client settings, go to the Roles tab.
- Assign a role that grants read access to analytics, presence, users, and routing. A built-in role like Read-Only Admin will work for most organizations.
If your organization uses custom roles or restrictive permissions, the role must include permissions that cover the following API endpoints used by Assembled.
| HTTP Method | API Endpoint | Permissions |
|---|---|---|
| GET | /api/v2/presence/definitions | presence:presenceDefinition:view |
| POST | /api/v2/analytics/users/details/query | analytics:userDetail:view |
| POST | /api/v2/analytics/conversations/details/query | analytics:conversationDetail:view |
| POST | /api/v2/users/search | directory:user:view |
| GET | /api/v2/routing/queues | routing:queue:view |
| GET | /api/v2/routing/skills |
You can look up the exact permission required for each endpoint in the Genesys Cloud API Explorer by searching for the endpoint path.
Step 3: Determine your Genesys Cloud base URL
Your base URL depends on your Genesys Cloud region. Common examples:
| Region | Base URL |
|---|---|
| US East (default) | https://api.mypurecloud.com |
| US West | https://api.usw2.pure.cloud |
| Canada | https://api.cac1.pure.cloud |
| EU (Ireland) | https://api.mypurecloud.ie |
| EU (Frankfurt) | https://api.mypurecloud.de |
| EU (London) | https://api.euw2.pure.cloud |
| Asia Pacific (Tokyo) | https://api.mypurecloud.jp |
| Asia Pacific (Mumbai) | https://api.aps1.pure.cloud |
You can find your region in Genesys Cloud Admin > Account Settings > Organization Settings.
Step 4: Connect in Assembled
Email support@assembled.com to enable the integration. Provide your Client ID, Client Secret, and Base URL. Do not share these details directly over email - please use a secure link service to ensure security!
Genesys Data in Assembled
Once you've connected Genesys to Assembled, the Genesys integration should appear under Configure > Third-party integrations along with the status of the integration.
You should also see contact volume flowing in on the support volume page.
Once you configure agents, the Monitor > Real-time agent analysis page should show you which agents are in adherence on Genesys.